Until 2011, Cablevisión had a systems architecture comprised of custom solutions for their CRM processes. These systems were built in-house to handle customers, billing, and field work, but they couldn’t manage double or triple-play offerings and many others of their services.

They needed a more simple and robust platform. Cablevisión decided to implement Smartflex, a solution that natively supported all of their lines of business. This solution now manages all of the mission-critical business processes such as customer service, sales, mediation, billing, and payments, giving them the necessary agility to overcome their challenges and prepare for the future.

The Open-Cablevisión project began modelling business processes by using TM Forum as a reference. The first stage of the implementation lasted only 11 months and towards the end of 2012, the system was already completely deployed helping serve over 5.500 users.

One of the most innovative functionalities that Cablevisión received was Smartflex Mobile, which is currently in use by over 3,000 of the company’s technicians. This module lets the technicians confirm work orders, provide real-time service reports, and update inventory directly in the company’s database.

With this solution, Cablevisión has the necessary agility to reduce the time-to-market of new services. They can design and implement novel offerings with ease using Smartflex’s product and service module. This allows them to continuously create value and stay on top of their competition.

Thanks to Smartflex, Cablevisión has been able to reduce the necessary resources for technical field work planning by 40%, reduce customer service times by 10%, simplify technical activities by a 10.8%, and increase their sales activity over 48%.

Due to the successful implementation of this project, Cablevisión and Smartflex were finalists in the TM Forum awards 2013 with Operational Excellence – a category that rewards the telecommunications provider who shows the most effective and innovative use of global TM forum standards. Cablevisión also won the “Wireless Achievement Award” in the Innovation in Private Sector category of RIM, who recognize organizations that have implemented new wireless solutions that have successfully boosted business productivity.